Desktop Support Technician
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Key skills for this role
About the Role
Yochana is seeking an IT Field Service Support technician to provide deskside and remote support for desktops, laptops, and peripherals in Buffalo, NY. The role requires travel to remote locations, own vehicle, and on-call support.
Key Skills for This Role
Responsibilities
- Provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting
- Perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs
- Accurately test, identify, prepare, repair, resolve, and document end user technical issues
- Provide 2nd line IT support to the business community
- Work on customer ticketing to ensure timely delivery of service
- Provide infrastructure administration functions
- Provide on site cover as part of a shift arrangement
- Provide site support in remote offices when required
- Troubleshoot and resolve software issues; OS Imaging/reimaging and associated systems administration activities
- Take ownership of issues through to resolution on all appropriate requests
- Categorize and prioritize end user support requests using a ticketing system
- Perform asset inventory activities as needed
Requirements
- Ability to travel to remote locations
- Have own vehicle to drive to different locations
- Available on call support during weekends/holidays as per request
- Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone
- Strong technical skills in Microsoft Windows 11, Office 365, Teams, Google, Service Now
- Administration experience of Azure, Intune, MS Active Directory
- Effective communication in English and/or local language
- Basic knowledge of LAN technologies and hardware
- Ability to support video conferencing equipment
Full Job Posting
Job Title and Location
- Job Title: IT Field Service Support
- Location: Buffalo NY 14214
Job Responsibilities
- Ability to travel to remote locations
- Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
- Will be available on call support during weekends/ holidays as per request.
- Phone Based support required
- Provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.
- Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
- Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
- Work self sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
- Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support.
- Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
- Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
- To provide infrastructure administration functions
Skills Required
- Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
- Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well known applications
- Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
- Effective communication in English and/or local language
- Basic known workings of LAN technologies and hardware
- Ability to support technically video conferencing equipment
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